Customer Feedback and Rating Manager Jobs in Chennai Cloud Kitchen

📋 Job Description

Jobzi is sourcing qualified candidates for Customer Feedback and Rating Manager positions in Chennai's private Cloud Kitchen sector. This is a full-time opportunity with a reputed Cloud Kitchen and Food Delivery employer in Chennai offering competitive salary, structured growth, and a professional work environment. Tamil communication skills are preferred alongside English for professional and business interaction in Chennai.

📌 Key Responsibilities

• Monitor all customer reviews and ratings on Zomato and Swiggy for every active delivery brand in the cloud kitchen hub.
• Respond to negative customer reviews professionally and promptly to protect and improve aggregator brand ratings.
• Resolve customer delivery complaints including missing items, incorrect orders, and quality issues through aggregator dispute tools.
• Analyse customer feedback data to identify recurring quality or packing issues and communicate findings to the kitchen team.
• Track weekly rating trends for each brand and produce performance reports for the hub manager and operations team.
• Escalate unresolved delivery or order accuracy complaints to the aggregator partner support team for platform-level resolution.
• Develop and implement proactive strategies to improve average customer ratings across all active delivery brands.

🎓 Qualifications and Requirements

• Graduate degree in any discipline; communications, marketing, or customer service background is preferred.
• Zero to three years of experience in customer service, complaint resolution, or online reputation management.
• Proficiency in using Zomato for Restaurant and Swiggy partner dashboards for review and complaint management.
• Excellent written communication skills in English for drafting professional, empathetic responses to customer reviews.
• Good analytical ability to interpret review and rating trend data and identify actionable quality improvement opportunities.
• Patient, customer-focused temperament with the ability to handle negative feedback calmly and constructively.
• Understanding of how aggregator ratings impact cloud kitchen brand visibility, order volume, and revenue.
• Good Tamil and English communication skills for team coordination and client interaction in Chennai.

✅ Required Skills